{"id":28072,"date":"2022-10-19T12:21:00","date_gmt":"2022-10-19T11:21:00","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=28072"},"modified":"2023-05-04T13:31:28","modified_gmt":"2023-05-04T12:31:28","slug":"data-privacy-compliance","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/data-privacy-compliance\/","title":{"rendered":"How we ensure the highest standards of data privacy and compliance within Intercom"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">At Intercom, we believe trust is at the core of every relationship between a business and its customers. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">As businesses grow and scale, they need to continue to earn and build on that trust in every way they can \u2013 but with rapidly expanding tech stacks, it\u2019s not just their own company policies they need to monitor, it\u2019s those of every company they partner with.<\/span><\/p>\n<blockquote class=\"pullquote-style-four\"><p><em>This is the fifth post in a content series exploring Intercom\u2019s investment in supporting large businesses. <a href=\"https:\/\/www.intercom.com\/blog\/intercom-for-enterprise\/\" target=\"_blank\" rel=\"noopener\">Explore other articles in the series.<\/a><\/em><\/p><\/blockquote>\n<p><span style=\"font-weight: 400;\">Your data is our most critical asset. We protect it throughout its lifecycle with robust security practices, tailored role-specific staff training, and rigorous compliance with regulations. We handle the security of your data so that you can focus on acquiring, engaging, and retaining your customers.<\/span><\/p>\n<h2 id=\"we-leave-no-stone-unturned-when-it-comes-to-data-privacy\"><span style=\"font-weight: 400;\">We leave no stone unturned when it comes to data privacy<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Intercom is a data processor, and we take the utmost care with any data we touch. With over three billion end user records and over 640 million conversations to date facilitated between businesses and their users \u2013 that\u2019s a lot of data!<\/span><\/p>\n<p><span style=\"font-weight: 400;\">We take care of your data from ingestion to deletion. In this post we\u2019ll tell you about how we protect your data during:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Storage, processing, and transmission<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Access<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Expiry and deletion<\/span><\/li>\n<\/ul>\n<h2 id=\"processing-storage-and-transmission\"><span style=\"font-weight: 400;\">Processing, storage, and transmission<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Since data is our key asset, we only trust it to be handled by third party service providers who meet and maintain our bar of security. Before a vendor is procured, our IT, legal, and security teams review their security and data privacy practices in full. The only vendors who have access to your data are in our <\/span><a href=\"https:\/\/www.intercom.com\/blog\/legal\/security-third-parties\"><span style=\"font-weight: 400;\">official subprocessor list<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n<blockquote class=\"pullquote-style-two\"><p>\u201cYou can choose to host your data in a region that suits your compliance requirements and give you \u2013 and your users \u2013 peace of mind\u201d<\/p><\/blockquote>\n<p><span style=\"font-weight: 400;\">You can choose to host your data in a region that suits your compliance requirements and give you \u2013 and your users \u2013 peace of mind. Intercom services and data are hosted in Amazon Web Services (AWS) facilities in the USA (us-east-1), Dublin, Ireland (eu-west-1), and Sydney, Australia.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">We build our services with disaster recovery in mind. All of our infrastructure and data are spread across three AWS availability zones and will continue to operate should any one of those fail.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Data is kept safe at rest and in transit. All data sent to or from Intercom through our API and application endpoints is encrypted using <a href=\"https:\/\/en.wikipedia.org\/wiki\/Transport_Layer_Security\">TLS v1.2<\/a>. This means we only use strong cipher suites and have features such as HSTS and Perfect Forward Secrecy fully enabled. We also guarantee encryption at rest using an industry-standard AES-256 encryption algorithm for all customer processor data.<\/span><\/p>\n<blockquote class=\"pullquote-style-four\"><p><span style=\"font-weight: 400;\">TL;DR:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">We do regional hosting in AU, EU, and US<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Data is encrypted at rest and in transit with 256 bit encryption<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">We only share data with the vendors listed in our <a href=\"https:\/\/www.intercom.com\/blog\/legal\/security-third-parties\">subprocessor list<\/a><\/span><\/li>\n<\/ul>\n<\/blockquote>\n<h2 id=\"data-access\"><span style=\"font-weight: 400;\">Data access<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Access to customer data is limited to authorized employees who require it for their job. It\u2019s granted only when needed, with expiry where possible. When expiry isn\u2019t available, tool owners review and baseline access quarterly.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">We leverage an Identity Provider to provide and restrict access to all key corporate and production applications. We implement a Zero Trust system architecture which mandates biometric authentication on company-managed devices, ensuring access to all cloud services is adequately protected.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">Employee security<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">We enable and empower our employees to make secure decisions with our product and customer data every day through a combination of training and compliance-related governance.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">Training<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">All employees complete Security and Privacy Awareness training annually, and we employ quick, engaging Slack training courses throughout the year to keep people\u2019s security knowledge front of mind. We supplement company-wide training with role-specific training for high risk groups like Customer Support and Engineering.<\/span><\/p>\n<blockquote class=\"pullquote-style-two\"><p>\u201cWe conduct phishing tests for all employees on a rolling basis and are happy to report a &gt;96% pass rate for our whole organization, with supplementary training where needed\u201d<\/p><\/blockquote>\n<p><span style=\"font-weight: 400;\">We conduct phishing tests for all employees on a rolling basis and are happy to report a &gt;96% pass rate for our whole organization, with supplementary training where needed.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">Control access to your workspace<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">We\u2019ve talked about us accessing your data but what about your team? Intercom employs enterprise application features to give you granular control over access (by your teammates and users) and deletion of data.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">You can control access to your workspace with SAML SSO and two-factor authentication. Once your teammates are inside your workspace, use <\/span><a href=\"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/176-permissions-how-to-restrict-access-for-some-teammates\"><span style=\"font-weight: 400;\">granular permission<\/span><\/a><span style=\"font-weight: 400;\"> levels and <\/span><a href=\"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/3659500-manage-permissions-effortlessly-with-custom-roles\"><span style=\"font-weight: 400;\">roles<\/span><\/a><span style=\"font-weight: 400;\"> to specify who can access certain data or take destructive actions, at scale. Additionally, if you need to audit what actions teammates take inside the workspace, you can check <\/span><a href=\"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/4667982-review-actions-taken-in-your-workspace-with-teammate-activity-logs\"><span style=\"font-weight: 400;\">Teammate Activity Logs<\/span><\/a><span style=\"font-weight: 400;\"> to identify who is behind critical changes e.g: data deletions or exports.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">Identity verification<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Intercom also offers additional security for the Intercom Messenger to prevent users impersonating each other or accessing each other&#8217;s conversations. <a href=\"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/183-enable-identity-verification-for-web-and-mobile\">Enabling Identity Verification<\/a> will ensure that the users you talk to are who they say they are. This is a strongly recommended addition to any Intercom installation.<\/span><\/p>\n<blockquote class=\"pullquote-style-four\"><p><span style=\"font-weight: 400;\">TL;DR:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">We employ least privilege for all Intercom employees on all systems, with quarterly access reviews and baselining for all tools processing your data<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">We have role-specific training and phishing tests to prepare our staff<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">We also have enterprise level app features that give <\/span><i><span style=\"font-weight: 400;\">you<\/span><\/i><span style=\"font-weight: 400;\"> this level of control over the data in your workspace<\/span><\/li>\n<\/ul>\n<\/blockquote>\n<h2 id=\"data-expiry-and-deletion\"><span style=\"font-weight: 400;\">Data expiry and deletion<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">We took significant efforts to align with the GDPR before its introduction in 2018, focusing on rigorous data mapping efforts, training, updates to documentation, and data retention reviews for every piece of data we store and process. We create a culture where every employee understands the importance of a data asset \u2013 and its classification \u2013 so that we build a secure data ecosystem for you. We also have an appointed Data Protection Officer inside our Legal team to guide our data protection efforts.<\/span><\/p>\n<blockquote class=\"pullquote-style-two\"><p>\u201cWe don\u2019t keep data we don\u2019t need\u201d<\/p><\/blockquote>\n<p><span style=\"font-weight: 400;\">We don\u2019t keep data we don\u2019t need. We expire inactive workspaces after 13 months and website visitor data after nine months.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If your users request a GDPR DSAR user deletion and you perform that in Intercom, we begin processing that deletion immediately and automatically. The same applies if you choose to delete your Intercom workspace and all associated data.<\/span><\/p>\n<blockquote class=\"pullquote-style-four\"><p><span style=\"font-weight: 400;\">TL;DR:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">We comply and help you comply with the EU\u2019s GDPR<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">We map all our data flows<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">We have workspace deletion immediately on request or after 13 months of inactivity<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Visitor data expires after 9 months<\/span><\/li>\n<\/ul>\n<\/blockquote>\n<h2 id=\"compliance-dont-just-take-our-word-for-it\"><span style=\"font-weight: 400;\">Compliance: Don\u2019t just take our word for it\u00a0<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Compliance is a major focus for us at Intercom, and we dedicate an entire team within our wider Information Security team (not to mention our Legal team) to ensure that we adhere to global standards that protect customer data.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">To that end, we pursue the highest standards of industry-recognized accreditation so that all our customers, big and small, can have trust in our policies and procedures. All of our security compliance reports and certifications are available on request.\u00a0<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">SOC 2<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Intercom undergoes yearly audits and maintains SOC 2 Type 2 compliance focusing on the Security and Availability trust service principles. These audits provide an industry-wide recognition that companies conform to the <\/span><a href=\"https:\/\/www.aicpa.org\/\"><span style=\"font-weight: 400;\">American Institute of Certified Public Accountants<\/span><\/a><span style=\"font-weight: 400;\"> (\u201cAICPA\u201d) SOC 2 standard, which measures security and availability and serves as assurance that your data is being managed in a controlled and audited environment.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">HIPAA<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Intercom has maintained a HIPAA attestation report since 2021, which covers the handling and safeguarding of protected health information (PHI) and electronic protected health information (ePHI). We\u2019re committed to performing this HIPAA attestation examination annually, to ensure ongoing compliance and continue to demonstrate the importance we place on protecting our end-users protected health information.<\/span><\/p>\n<blockquote class=\"pullquote-style-two\"><p>\u201cWe&#8217;re vigilant and continuously scan for vulnerabilities, misconfigurations, and threats which may put your data in jeopardy\u201d<\/p><\/blockquote>\n<h3><span style=\"font-weight: 400;\">ISO\/IEC 27001 &amp; ISO\/IEC 27018<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Intercom holds ISO\/IEC 27001 and ISO\/IEC 27018 certifications in line with the ISO\/IEC 27002 implementation guidance. Intercom undergoes certification and surveillance audits each year to maintain these certifications.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">ISO\/IEC 27001 relates to Intercom\u2019s Information Security Management System (ISMS), which is a framework of security policies, procedures and controls in place to manage and protect Intercom\u2019s critical data. ISO\/IEC 27018 relates to the code of practice for protection of personally identifiable information (PII) in public clouds.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">These certificates establish commonly accepted control objectives, controls, and guidelines for implementing measures to protect Intercom\u2019s most critical data, including PII.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">GDPR compliance<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Our teams ensured we complied with GDPR<\/span> <span style=\"font-weight: 400;\">from the moment it came into effect, and we continue to dedicate lots of time and effort to GDPR compliance. Here\u2019s what we\u2019ve done:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Built new features to enable our customers to easily meet their GDPR obligations<\/span><span style=\"font-weight: 400;\">\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Updated Data Processing Agreements\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Ensured we were certified for International Data Transfers<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Appointed a Data Protection Officer<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Coordinated with vendors around GDPR compliance<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Reinforced and added to security measures regularly<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">But we haven&#8217;t stopped there \u2013 we&#8217;re always looking for ways to improve. We&#8217;re vigilant and continuously scan for vulnerabilities, misconfigurations, and threats which may put your data in jeopardy.<\/span><\/p>\n<blockquote class=\"pullquote-style-two\"><p>\u201cThe Intercom application and infrastructure is looked at in detail by security researchers on a rolling basis\u201d<\/p><\/blockquote>\n<p><span style=\"font-weight: 400;\">The Intercom application and infrastructure is looked at in detail by security researchers on a rolling basis. We supplement our static and dynamic code testing with twice yearly penetration tests and a <\/span><a href=\"https:\/\/bugcrowd.com\/intercom\/\"><span style=\"font-weight: 400;\">public \u2018bug bounty\u2019 program<\/span><\/a><span style=\"font-weight: 400;\">. Our pentest reports are available upon request to all existing and prospecting customers.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">We\u2019re constantly on the lookout for ways to bring our data privacy and compliance standards to new heights, and strengthen our data protection policies. Our commitment to our customers\u2019, and their customers\u2019, data, is why companies of all sizes put their trust in us.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Something we\u2019re missing? Let us know what you\u2019d like to see by emailing compliance@intercom.com. <\/span><\/p>\n<p class=\"inline-cta-quote\"><a href=\"https:\/\/www.intercom.com\/blog\/intercom-for-enterprise\/\" target=\"_blank\" rel=\"noopener\">This is the fifth in a content series diving into Intercom\u2019s investments in supporting large companies. Explore other articles in the series.<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Your data is our most critical asset. We protect it throughout its lifecycle with robust security practices, tailored role-specific staff training, and rigorous compliance with regulations. <\/p>\n","protected":false},"author":241,"featured_media":28190,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"category":[5],"tags":[24961,25000,25001,131],"coauthors":[517,621],"class_list":["post-28072","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-product-and-design","tag-data-infrastructure","tag-intercom-for-enterprise","tag-intercom-for-enterprise-series","tag-privacy"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.3 (Yoast SEO v27.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Ensuring top standards of data privacy and compliance at Intercom<\/title>\n<meta name=\"description\" content=\"Your data is our most critical asset. We prioritize data privacy so you can focus on acquiring, engaging, and retaining your customers.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.intercom.com\/blog\/data-privacy-compliance\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How we ensure the highest standards of data privacy and compliance within Intercom\" \/>\n<meta property=\"og:description\" content=\"Your data is our most critical asset. 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